Hoodaki policy on flight refunds cancelled through COVID

R111UPY

Hi, 
I'm new to the Forum and have looked through a few topics but can't find an answer to my predicament.
I booked a flights only holiday through Hoodaki (Benz Travel) to India for my family travelling Birmingham- Qatar - Amritsar from 1 April 20 to 17th April 20 on a combination of BA and Qatar airlines. Hoodaki wanted payment of £4463 in full which I paid by Visa Debit on 24th December 19  - then came the pandemic! We were advised that flights were being cancelled due to COVID. Initially we were being pushed to defer flights to June/July but we weren't able to go for this. We asked for a refund of money paid but were told this wasn't possible and that Qatar was offering vouchers only and that BA hadn't decided anything at that time. We had travel insurance but were referred back to Hoodaki. We were worried about losing such a big sum of money and all sorts of rumours were .going around at the time about people losing money. I continued to ask for a refund but was told that this wasn't an option and was pushed/coerced into having to accept a travel voucher valid for 1 year although we weren't sure at all whether holidays from work could be arranged again for us all at the same time next year. Reluctantly I had to accept the voucher until I saw on Martin Lewis TV programme that this was incorrect and I was entitled to a refund.
I went back to Hoodaki who initially refused again and after weeks of persistence (and them failing to return calls or answer emails) I was told a refund could after all be made but a deduction of processing charges of £563 would be applied leaving a refund of only £3900. Again I challenged this but the only numbers/contact details available were sales lines who were being completely unhelpful and rude. I finally managed to get a customer services contact who looked into my complaint and offered a refund by bank transfer with a reduced processing charge of £210. I have also refused this but they're not budging!
I've tried a Visa Debit charge back but was eventually told, after several months delay by Santander, that this is outside the 120 days (time I wasted trying to resolve satisfactorily with Hoodaki).
I've gone to the CMA website and filled in their report form but am not hopeful of a response.
Can anyone else advise if they've had any joy with Hoodaki or just had the same blocking tactics - I will certainly never use them or recommend them to anyone else ever.
Can someone also advise please whether I do have another avenue to challenge this please or whether I have to just accept their ruling which seems very unfair and quite possibly illegal?
Many thanks in advance.

eskbanker

Intermediary agents are allowed to impose charges for processing refunds, but should only do so if such fees are specified in their Ts & Cs: https://www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/#accordion-content-0406585740-3

Butts

eskbanker said:

Intermediary agents are allowed to impose charges for processing refunds, but should only do so if such fees are specified in their Ts & Cs: https://www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/#accordion-content-0406585740-3

Even more reason (if you are eligible) to go down the chargeback route.
You get all your money back as the agent does not get the opportunity for deductions as the Bank takes the money straight out of their Account. 

Thrugelmir

R111UPY said:

 I finally managed to get a customer services contact who looked into my complaint and offered a refund by bank transfer with a reduced processing charge of £210. I have also refused this but they're not budging!

What terms of cancellation did you agree to when you booked the flights? 

bagand96

Butts said:

eskbanker said:

Intermediary agents are allowed to impose charges for processing refunds, but should only do so if such fees are specified in their Ts & Cs: https://www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/#accordion-content-0406585740-3

Even more reason (if you are eligible) to go down the chargeback route.
You get all your money back as the agent does not get the opportunity for deductions as the Bank takes the money straight out of their Account. 

If the contract T&C's which you agreed to at the time of booking said that the agent is allowed to apply admin fees, then they are allowed to apply admin fees.  Any switched on agent would appeal the chargeback on that basis.

mattyprice4004

Butts said:

eskbanker said:

Intermediary agents are allowed to impose charges for processing refunds, but should only do so if such fees are specified in their Ts & Cs: https://www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/#accordion-content-0406585740-3

Even more reason (if you are eligible) to go down the chargeback route.
You get all your money back as the agent does not get the opportunity for deductions as the Bank takes the money straight out of their Account. 

All that’ll do is get the agent’s back up, and if the chargeback fails you can kiss any co operation goodbye. 

OP, they are entitled to charge fees if the contract allows it - so I would take their offer with good grace.

Butts

bagand96 said:

Butts said:

eskbanker said:

Intermediary agents are allowed to impose charges for processing refunds, but should only do so if such fees are specified in their Ts & Cs: https://www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/#accordion-content-0406585740-3

Even more reason (if you are eligible) to go down the chargeback route.
You get all your money back as the agent does not get the opportunity for deductions as the Bank takes the money straight out of their Account. 

If the contract T&C's which you agreed to at the time of booking said that the agent is allowed to apply admin fees, then they are allowed to apply admin fees.  Any switched on agent would appeal the chargeback on that basis.

Well it worked with one of the biggest cowboys out there - namely LM.com , not a shilling deducted !!

Butts

mattyprice4004 said:

Butts said:

eskbanker said:

Intermediary agents are allowed to impose charges for processing refunds, but should only do so if such fees are specified in their Ts & Cs: https://www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/#accordion-content-0406585740-3

Even more reason (if you are eligible) to go down the chargeback route.
You get all your money back as the agent does not get the opportunity for deductions as the Bank takes the money straight out of their Account. 

All that’ll do is get the agent’s back up, and if the chargeback fails you can kiss any co operation goodbye. 

OP, they are entitled to charge fees if the contract allows it - so I would take their offer with good grace.

Are you including LM.com there, co-operation is an alien concept to them.

R111UPY

Thank you all for your interest and helpful information. Unfortunately a Visa Chargeback doesn't now seem possible.
I've looked through the T's & C's and can't find anything specifically although it does refer to administrative costs but these aren't defined. I've attached a copy for reference if needed with what I think are the relevant bits highlighted in yellow.
 I did see though that Hoodaki have included a booking fee charge in the overall costs of  1% (£44). I also found that the travel was covered by an ATOL certificate if that makes any difference.
I also found in the email chain a comment that the admin fee was being applied  by the airlines which I thought they couldn't do?

Dear (Removed by Forum Team),

Hope you and your family are good .

We are aware that you have been waiting for the information regards to your Holiday booked with us. I apologise for the delay in reverting back to you and appreciate your patience.

This email is in regards to the refund request upon cancellation of the flight booking  ref - (Removed by Forum Team),  due to outbreak of Corona Virus for all passengers below.

Kindly note that travel voucher for the full amount is available from the airlines to be utilisied to rebook flights within 12months.

However, if you wish take the cash refund is also available less an admin cancellation fee from the airlines to convert the travel voucher into cash refund which will be credited in your account within 8-10weeks / as soon as we receive it from the airlines.

The amount will be £ 3900.00 as a refund amount and will be processed upon your reply to authorize to cancel the flight booking ref – (Removed by Forum Team)

eskbanker

^ Best remove identifying details from that post, as sharing your name and booking reference number on a public forum isn't particularly sensible....

R111UPY

Apologies for including personal information in the last post - I'll keep that in mind for the future.
Thanks